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Cracked iWatch 3 Screen
- Thread starter cote32mt
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Well, as expected, Apple wants me to pay $290 to fix a $400 watch. No thanks! Attached is the picture they showed of evidence of an impact. Was not on the exposed glass. It would have to be underneath the metal frame. So best I can figure, at some point in the past I knocked my watch again something, on the metal edge, And the glass underneath the metal slightly cracked. And then in the Future, some stress, possibly buy the heat of the sun? Because that under metal impact to spread across the exposed glass.
So, yeah, not really the fitness watch I was looking to use every day for exercising and bicycling.
Guess I will hold onto it until ubreakit is repairing these.
Thanks for adding your experience to the thread. Be ready for responders telling you it was all your fault and asking what card you are planning to play. I agree I may have knocked mine as well and not been aware of it. But if so I have the same conclusion as you - “not really the fitness watch I was looking for.”
So it’s also _possible_ that you broke your own Apple Watch, but don’t want to accept responsibility for something that you’re not aware of even how you damaged in the first place.
From your original photos and the fact that the glass cracked, it's obvious some hit against something. The photo you posted shows the impact. The rough crack is the impact and the smooth crack escalated from this. The photos not great so it's hard to tell 100%.
I doubt the sun would have made any difference because the glass is forged at 400c +. 30-40c won't make any difference. Although if you spilt liquid nitrogen on it, then it would crack easily.
[doublepost=1529516542][/doublepost]I had a similar experience to the OP. Used the watch as intended. Owned many watches over the years, and have never cracked a screen. For what it's worth, I've owned multiple iPhones and iPads (too many) and have only once cracked a screen - I've had many "oh ****" moments with my phone, but even the most minimalist case has managed to protect it.
Something - I'm not sure what - caused damage to the screen of my watch. Told I'd need to pay $289 for out-of-warranty repair. I was indignant to say the least, seeing as I've never used the watch roughly - I work in an office not a construction site; I use it for running and swimming, not mountain biking. I had assumed that a "sport watch" would be a little tougher than, say, my Tissot. Bad assumption, apparently.
One observation is that my Tissot, as well as every other watch I've owned, has metal surrounding the bevel of the glass; whereas the exposed edge of the Apple watch is glass - so if it strikes a hard surface on its beveled edge, it's not surprising that it will sustain impact damage. This was a design decision on Apple's part. There may be a good reason for it, or it may be aesthetic. But were Apple to decide to prioritize durability, they likely would not have left the beveled edge exposed. Furthermore, Apple sells cases to protect its iPhones and iPads - both Apple designed cases, and Apple-endorsed third-party cases. But Apple does not sell any of its own, or its endorsed third-party protective cases or films for the watch. This, to my mind, is problematic. Yes, third-party products exist, but are they any good? Do I have to test them myself? Shouldn't Apple do that? If I agree to pay the $289 to repair the watch, and I resume using it in the same normal usage scenarios, how do I prevent this damage from occurring again?
For what it's worth, Apple Customer Support does have the latitude to make exceptions to the repair policy. The official policy states that accidental damage is not covered (unless you have Apple Care, and even then you have to pay, just not as much). However, I apparently said the right trigger words (long time Apple customer, own multiple devices, or my tangential whinge that Apple seems to not be the same company it once was) or perhaps I just happened to speak with the right rep. He agreed to issue an exception so that the watch would be repaired (replaced really) without charge. He made it very clear that this was an exception as a show of delivering good customer support, and was not policy.
Moral of the story, if you are in the same predicament, and call Apple Support, and make a compelling case, they may decide to prioritize your customer service experience over their $289. But also, this experience has led me to conclude that this product, though great for a number of things, is far more fragile than a "sport watch" should be. And it really needs the same level of protection that Apple's ridiculous (but pretty) glass phones need.
As the saying goes - "there's always a first time for everything." That you haven't broken [a lot of stuff] isn't in of itself evidence that you couldn't - perhaps accidentally, unknowingly - break something.
It's about as resilient as a capacitive touch display device can be. The way swipe actions work on Apple devices requires edge to edge glass. They could put a raised metal bevel around the glass, but it would interfere with the function of the device (and its aesthetics - which Apple arguably does value higher than durability in many cases - bendgate and whatnot.)
Knowing the device has edge-to-edge glass should have informed you sufficiently before purchase that the device might also have certain durability issues, compared to many traditional wrist watches with their protective bevels around the watchface. You chose to buy the watch anyway.
Live and learn. I'm not a product engineer so didn't go into my purchase with that knowledge. It was only after seeing the damage and knowing I hadn't handled it roughly that I drew my conclusion. Anyway, I didn't post to this forum to argue. I posted my experience for the benefit of someone else who might find this thread in frustration as I did last night. My point is 1/ I was pleasantly surprised to find that, despite the official tough line on accidental damage, Apple does continue to value customer service and may make exceptions on a case-by-case basis; and 2/ that the watch is far more fragile than I (a reasonably intelligent consumer, but not a product engineer) would have assumed.
Thanks for your thoughtful input. Only after enough of these reports are filed will Apple take note. I unfortunately didn’t make the list for a replacement (despite being a huge Apple shareholder - maybe I should complain directly to Tim Cook). In any case, my opinion matches yours. These are too fragile to be sport watches, so I don’t really want another one until they figure out how to make them more durable.
Well, glass IS glass, after all. Even though they use just about the most durable glass available, Apple can't change the laws of physics.
It’s always frustrating when something happens to you and you have to draw your own conclusion to why it may have happened from your own analysis. And that’s perfectly fine from your own perspective. But in reality, I would say the millions of sport model Apple Watch that are worn every single day across the world, I would say many seem to have more positive impacts in terms of how resilient the watch really is. I have said it many times before on this forum, {Angle, impact and surface type} are the three variables that result in something breaking when it comes towards the Apple Watch. Your Apple Watch may not have the same experience just because yours broke and somebody else’s didn’t.
In terms of actual construction of the Apple Watch, The 7000 Series aluminum is excellent being lightweight and durable, and the glass (Ion-X) it’s almost identical to the same glass used on the iPhone. As someone who frequents the Apple Watch forum and has plenty of experience with the Apple Watch, I think it’s a very well-made product given Apple’s standards, even though there were always be a mixture of conflicting opinions on this.
You don't need to enter the passcode to unlock an Apple Watch. Simply put the watch on, and when you unlock your paired phone, the watch will automatically unlock.
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I assume autocorrect has struck again, and that you meant to say "paired" phone...
I think this is an option you have to enable manually, but I can't quite remember where it is; can probably be done somewhere in the iPhone apple watch companion app. Anyway, if touch input is borked on the watch it will be nearly unusable anyway as there's lots of other stuff besides unlocking that also can't be done...
I assume autocorrect has struck again, and that you meant to say "paired" phone...
Yes, 'autocorrect' was the culprit. I edited my post. Thanks!
The setting is in the My Watch app, under Passcode -> Unlock with iPhone. It seems to be 'on' by default. I just had my Series 3 repaired due to a cracked screen (again, which just 'happened', not due to an accident). I was given a new watch as a replacement, and set it up as a new watch and this was the default setting.
In my case, I put my working watch on my charger overnight, woke up, put it on, and I couldn't enter my passcode (the upper left part of the screen didn't work), so I unlocked with my iPhone, and went on with my day. The watch worked, except for the top left part of the screen. About 3 hours later, I noticed a crack that I could feel, but not see running across the display. Hmmm... is this the cause of my touch screen not working? In another hour, I could visibly see it, then in another hour it looked extremely cracked. It could be due to wear and stress on the glass over time that weakens it until it eventually shows.
My 3rd broken Apple Watch Series 3 in just 5 weeks!
I bought an Apple Watch Series 3 in October 2017 with AppleCare+. Note that I've had 2 Apple Watches over the past 2 years. Never had a problem with them at all.
It worked great all winter and spring. I used it everywhere, knocked it accidentally on walls, desks, car doors, etc. It had a few scuffs on it, but was pretty good. The screen broke in late May 2018 - the cracks just appeared when I woke up in the morning and took it off the charger. At first I couldn't see the cracks, only feel them, then a few hours later they were more visible, and by the end of the day it looked like I smashed the screen.
I took it into the Apple Store, they replaced it for a 'broken screen' for $69. My new one lasted until late June 2018 - about a month, until the screen didn't turn on (the rest of the watch worked, it vibrated, etc). The screen wasn't cracked, but the left edge where the glass screen contacted the metal felt 'rough' not smooth. I took it into the Apple Store, they replaced it for free.
I got my 3rd watch yesterday. It lasted less than a day - only about 10 hours then broke - screen is black, won't turn on and nothing will work. Again, I felt the left edge where the glass screen contacts the metal feeling 'rough'. I set up an appointment this morning. Just now, I inspect the watch again, and I see a hair-line crack in the lower left of the watch. It will probably get bigger by my appointment time tomorrow.
My 'guess' as to why I have 3 broken watches in 5 weeks (when in my previous 2+ years, I haven't had a problem) is that I'm swimming with my watch. I trusted that the Series 3 was good for swimming.
The glue that holds the glass screen to the watch probably wasn't fully cured, and while I'm swimming - maybe the watch got hot in the sun, maybe I held my arm near a pool jet, and it edged up the screen ever so little, then the water ruined it? I'm not touching the sides of the pool, at least I don't think I am.
I'm back to using my old Series 2 watch, which I don't swim with, so that's probably why I haven't had a problem.
I bought an Apple Watch Series 3 in October 2017 with AppleCare+. Note that I've had 2 Apple Watches over the past 2 years. Never had a problem with them at all.
It worked great all winter and spring. I used it everywhere, knocked it accidentally on walls, desks, car doors, etc. It had a few scuffs on it, but was pretty good. The screen broke in late May 2018 - the cracks just appeared when I woke up in the morning and took it off the charger. At first I couldn't see the cracks, only feel them, then a few hours later they were more visible, and by the end of the day it looked like I smashed the screen.
I took it into the Apple Store, they replaced it for a 'broken screen' for $69. My new one lasted until late June 2018 - about a month, until the screen didn't turn on (the rest of the watch worked, it vibrated, etc). The screen wasn't cracked, but the left edge where the glass screen contacted the metal felt 'rough' not smooth. I took it into the Apple Store, they replaced it for free.
I got my 3rd watch yesterday. It lasted less than a day - only about 10 hours then broke - screen is black, won't turn on and nothing will work. Again, I felt the left edge where the glass screen contacts the metal feeling 'rough'. I set up an appointment this morning. Just now, I inspect the watch again, and I see a hair-line crack in the lower left of the watch. It will probably get bigger by my appointment time tomorrow.
My 'guess' as to why I have 3 broken watches in 5 weeks (when in my previous 2+ years, I haven't had a problem) is that I'm swimming with my watch. I trusted that the Series 3 was good for swimming.
The glue that holds the glass screen to the watch probably wasn't fully cured, and while I'm swimming - maybe the watch got hot in the sun, maybe I held my arm near a pool jet, and it edged up the screen ever so little, then the water ruined it? I'm not touching the sides of the pool, at least I don't think I am.
I'm back to using my old Series 2 watch, which I don't swim with, so that's probably why I haven't had a problem.
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The only thing I can think of, is that any time you inadvertently Hit the watch, perhaps there’s an underlying ‘sliver’ type crack that you physically can’t see under the Glass panel, that expands more with the subject change of temperatures and being in the sun, and of course the adhesive is another problem on its own as you said if it’s not fully cured. Nonetheless, anlot of unfortunate events for three Apple Watches. Curious to see how your fourth watch turns out.
Add me to the list of folks with a cracked screen that *I did not crack*. I was making dinner one night and the watch face was fine, then 20 min later it looked shattered on one side and had a large crack running through it. No whacks and no drops. If there are “invisible” impact cracks that just suddenly shatter your screen, I fail to see how this is the consumers fault. All the pompous Apple acolytes in this thread clearly don’t want to admit that Apple might actually be at fault from a design or manufacturing perspective. How dare you blame the original poster and the growing number of other posters that it’s all they’re fault and are either hopeless bumbling fools or liars? I am a computer programmer - you design to points of failure, not to best case scenarios. Things are going to go wrong and a watch with a $400 price point should not up and shatter for no apparent reason, especially a month old watch (mine) with no visible damage. Who on earth would keep buying things from a company that cannot design enough give in their products to allow normal use without busting randomly? Not me. Last Apple product I’ll buy - I’m a real person, not a robot. If you can’t design your product to withstand normal wear and tear (especially in a waterproof SPORT watch), then you clearly need a fiscal wake up call to make much needed design changes to your products. So, no, Apple, I won’t pay you to replace my brand new under warranty watch. I will, though, call Apple Customer support again on the off chance they’ll replace the screen for free (like a decent company that takes pride in making a quality product should). Perhaps if this was my first issue with Apple, I might play ball but it’s not. Anybody remember when they bricked most of their phones 8 or so years ago when they upgraded the O/S? I couldn’t even call 911 if I needed to...and they tried to tell me it was a hardware issue when I called (on another phone, to boot). Uh, no. And then there is the whole battery life issue that came to light recently for “older” model iPhones. Apple ain’t perfect, folks, and it’s not always the consumers fault when things go wrong with one of their products.
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[doublepost=1530575684][/doublepost]Thank you for posting your experience! Despite all the negative “it’s your fault” comments, I still think there is a product defect here that needs to be addressed and your post helps to support that argument. I’m not an Apple basher, in fact I hold enough Apple stock to have bought numerous new watches just with today’s stock price increase. Something is wrong and Apple needs to fix it.
To summarize what I've been through:
1. I bought a Apple Watch Series 3 LTE watch with AppleCare+ in October 2017. No problems, worked fine for 8 months. There was a small scratch in the middle of the screen, only noticeable if you pointed it out and had the watch at a certain angle. Watch performed fine though until I woke up one day and couldn't type in the passcode as the touch screen wasn't working properly. Later in the day I noticed a crack. It got larger and larger.
Took it back to Apple, they replaced it for $69.
2. My second watch lasted 25 days. No cracks, just stopped working. At the Apple store they said that it seemed there was a crack on the edge of the screen where it meets the aluminum.
Apple replaced it for free.
3. My third watch lasted 1 day. Yep. Just 1 day until a crack appeared in the top left of the screen, that got deeper during the day, then a second, and a third crack appeared coming out from the first crack.
Took it back to Apple, they replaced it for $69.
4. I now have my fourth Apple Watch Series 3 LTE watch. I've had it for just over a week now. So far, so good.
The only thing I've changed now is that I take it off before I go in my hot tub. That's the only difference between June and the rest of the time I've had Apple Watches (2 years). I didn't take my Series 0 or Series 1 into the hot tub.
Maybe the 100 degree water is too hot and does something to the glass or glue and causes maybe a hit after leaving the tub to shatter the glass easier, or causes a previous unseen fracture to open up more?
I'll try the 4th one without the hot tub, just the pool and shower to see how it works.
The phone cost $1000+ and the watch $400+, and these devices are susceptible to breaking. At those costs they should be durable. I promptly have Ghost Armor protective material applied, and I pay for the insurance. It seems appropriate for these types of items. By the end of insurance coverage I’ve usually upgraded the devices.
You keep mentioning you own apple stocks , yet you couldn't shell out the 60$ for AppleCare?
Absolutely. The Watch is the *one* Apple product I would recommend Applecare for. Mainly because its not a stationary device and its prone to being damaged when our wrists inadvertently hit objects. And if someone wanted additional protection, use a tempered screen protector or bumper guard surrounding the casing.